From Complaint to Closure: 90% Resolution
The success story of Latin America's leading airline
Seasonality and demand spikes exposed uneven response times and limited status visibility. It was time to integrate care, ticketing, and tracking into a single flow to speed up closures, reduce repeat contacts, and protect reputation with real-time metrics.
Prompt response with full traceability
Baggage incidents directly impact passenger confidence and the airline’s reputation. A responsive, multi-channel solution was needed, with full traceability from the initial contact through to case closure, and controls to reduce follow-up contacts and potential fraud—even during peak seasons.
BPO unit specializing in luggage
We have implemented a BPO unit specializing in baggage assistance that integrates channels such as SMS, chat, email, and social media, with both domestic and international coverage. We link customer interactions to the ticketing system and global baggage tracking to ensure end-to-end visibility.
Operational performance
| KPI | Wepartner | Trend |
|---|---|---|
| Closed tickets | >90% | ↑ |
| Resolution | 90% | ↑ |
| Campaign NPS | 68 | ↑ |
| Follow-ups by case | Decreasing | ↓ |
| Time at close | Decreasing | ↓ |
Benefits
Strategic Benefits
End-to-end traceability strengthened control and auditing, enabling data-driven decisions and reducing friction between departments.
Quantifiable Benefits
Fewer follow-ups and less rework led to direct efficiencies; validation and documentation tracking reduced improper reimbursements.
Long-Term Value
A solution ready to scale with seasonal demand, add languages, and extend operating hours. Automations and ongoing training support continuous improvement.
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